Despite the power of Artificial Intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman, Commercial Director at EBI.AI, outlines the 5 most common mistakes and how to avoid them using a tried and tested checklist
While Artificial Intelligence (AI) promises a new dawn of efficiency, performing tasks better, faster, with fewer people, at lower cost and on a far larger scale, it also holds the key to transforming the customer experience (CX). Chatbots are already a common phenomenon in contact centres while millions of people interact daily with virtual assistants such as Google Home and Alexa.
For those organisations who haven’t yet invested in AI, many are experiencing a fear of missing out (fomo). As a result, plenty of businesses are rushing in and too many AI projects are failing. So, what’s going wrong?
5 reasons why Customer Experience AI projects fail
AI technologies are transformational but they can be complex to scope out, build, deploy, and operate. Here are the 5 most common mistakes organisations make:
5 questions to ask and a checklist for success
Don’t rush in. Here are the top five questions to ask before you begin:
1. Where do I start? – most organisations will want to achieve and demonstrate some quick wins but where do they begin? Should they be ambitious and try everything at once or run a mini-pilot to test the waters and find out what works and what doesn’t before going live?
How do I measure success? – whether you are starting out big or small, the budget holders will want to monitor your progress and see they are getting a return on their investment. Which goals should organisations focus on? Should they look to the competition, what customers want or what the business wants? It could be a combination of all three.
Fast-track your way to a new generation of customer interactions by asking the right questions.
About Henry Jinman:
Henry Jinman is Commercial Director of EBI.AI
EBI.AI is among the most advanced UK labs to explore the mind-boggling potential of artificial intelligence and chatbots. It has turned its exciting discoveries into natural and valuable tools for all kinds of businesses and the people they work with. EBI.AI's bespoke solutions are delivered through its AI communications
Published: Monday, November 18, 2019
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